Implementation & Onboarding Project Manager

Block•San Francisco, CA

About The Position

Global Seller Onboarding Specialists manage the final stages of the sales funnel, working with US merchants to drive the deal through to activation and accelerate the onboarding process. Global Seller Onboarding Specialists use deep product and industry knowledge to project-manage the onboarding stage of the sales process. They’ll be responsible for and guiding sellers through the discovery and onboarding journey and ensuring that sellers are optimally scoped, educated, set up and trained to leverage the potential of Square’s platform. They are additionally instrumental in ensuring the documentation and tracking of feature requests to inform future product roadmaps. This is a customer-facing role that involves a combination of remote and onsite merchant interactions.

Requirements

BA/BS degree, preferably 4-5+ years of experience in a customer facing role, preferably in software implementation, support, sales/account management or customer success.
An infectiously positive attitude, as well as a desire to perform at a high level on a continuous basis, and uplift the team around you.
Bias for action; performance driven with the confidence to operate independently.
Ability to thrive within ambiguity and operate independently.
Ability to drive and manage multiple cross-functional initiatives simultaneously; strong time management, and excellent written & verbal communication skills.
Proven track record of success in delivering multiple complex projects in the technology industry while partnering with external and internal clients to attain deliverables.
An ability to learn quickly as new products and organisational changes are released.
Previous Project Management experience is expected.

Nice To Haves

Experience in the POS, Payments or Tech industries is a plus.
Experience in hardware installation and network configuration is a plus.

Responsibilities

Manage the final stages of the sales funnel, working with US merchants to drive the deal through to activation and accelerate the onboarding process.
Travel as part of the job (around 10%)
Drive world-class onboarding and implementation experiences for Square’s sellers, ensuring accountability to go-live timelines and accelerating deal velocity wherever possible.
Cultivate strong cross-functional relationships with Sales, Account Management, Customer Success, Engineering, and Product to align on the seller journey, remove barriers, and deliver faster outcomes.
Anticipate and resolve obstacles by managing stakeholder communications and developing scalable strategies that drive consistent success.
Master Square’s platform, products, integrations, and ecosystem, staying ahead of new features and releases to serve as a trusted subject-matter expert.
Lead high-impact, multi-merchant projects with competing priorities, ensuring effective resource allocation and timely delivery.
Create and maintain engaging training materials for both internal teams and external partners.
Execute accurate data entry and migration tasks for select sellers as part of the onboarding process.
Remote merchant work: virtual consultation calls and training, advising on hardware/software/operations, staff training, menu building, and hardware installation.
Occasional onsite merchant work, including training and hardware install.
Data Entry: configure customer account, optimize menu setup, and other data entry tasks involved in getting a merchant onboard.